ComplaintsforPool & Spa Depot

• Initial Complaint

  04/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pool and SPA began. Our ******* install in August 2021 we have had a multitude of issues around parts and them having to come back, it is May XXXX -X MONTHS later we still do not have our hand rail that was paid for and cannot pass ** spection or use the pool. I have had a pool that I have been paying on for 9months without being able to use it 1 time. Warranties **** likely be expired before we ever get to use the pool. I want my hand rail this week and for any warranty period to start AFTER the hand rail is delivered. The store completely dismisses us evertime we ask about the handrail.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/25) */ Mrs. *******, so sorry for the delays with this handrail. We have had an order into our supplier for an extended period of time and have been without this product since the back half of 2021. There has been a shortage on stainless steel, causing this delay, but we do have a couple solution options for you, we **** reach out to you to see which one you would like to ** with. 1) Upgrade to a ******** handrail at no cost to you, available in **** or beige. 2) Refund the $299 paid for the rail. 3) Wait for the stainless steel (we are trying to source it from another vendor that is much more expensive, this would be at our cost due to the longer than normal delay). Again, sorry for the delays with this, we **** reach out to see what option you would like to select.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 03/26 went to business to purchase a pool liner and sand filter replacement. We advised wanting installed in April. Told would contact us in few weeks to set up appointment. Business on day of transaction, asked for pics, which were sent to their email on same day. We paid for liner and labor $1262.11 and separate transaction for sand and labor costs $307.25.Today called to check on appointment and told we owe more money. We have a final bill for both transactions and that is not listed nor told to us at day of purchase. Went to business to show receipts and told will have to get approval for installation. This business has my money paid in full for two transactions and has not provided service for what I paid for.

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/19) */ Mr. ********, Sorry for the confusion on our end on this purchase. Our team did not ring up the coping required for your liner change on your initial purchase. This coping replaces the old coping holding down your liner, so it is best to purchase new, even if the old coping is usable. Since this was not explained we are happy to provide this coping to you at no charge and someone from the team should be reaching out to you to explain this and answer any additional questions. Again, sorry for the misunderstanding with your purchase. Consumer Response /* (2000, 7, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very appreciative of phone call received this afternoon from manager apologizing for mistake and will be receiving a call in next few days to set up time for installation.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We agreed to purchase an installed pool on March 26th 2021. - The pool was brought to our property on Aug 17th, yet was failed to be installed properly. o The installers damaged a brick wall with a Skid Steer o The pool was also leaking around the fittings o The pool bottom was EXTREMELY bumpy (Not consistent with Standards of Install) o The sand filter was not filled properly with sand o There was a missing top plastics piece o Pool & Spa was notified of all these issues that afternoon and before the installer left After weeks of calls they finally came and inspected the pool. They agreed that the pool was not installed properly and would have to be drained and repaired. On Nov 4th 2021 they came out: o They did not follow directions o They damaged the pool plastics o They damaged the yard (ruts, washed out a ditch from electrical work, damaged the neighbors property, and damaged utility equipment o When we contacted them, we were told none of this happened At this point I did reach out to BBB and to my credit card to see my options. I spoke again with Pool and Spa who pleaded for me to close any dispute, and that they wanted to take care of all the issues. On Nov 5-6th 2021 o We were instructed to continue filling the pool o They were gonna send someone out to begin work o Before the person arrived the liner collapsed o The water from the pool washed out the foundation of the pool wall, as well as eroding the bottom sand On Nov 8th 2021 o A guy came and worked all day o He reinstalled the same liner, and began filling the pool again. On Nov 9th 2021 o We noticed that the pool plastics are damaged in multiple places o The bottom is UNACCEPTABLE on the side washed out o The Liner has holes in it now, visible large holes o Still have damage to my property We asked for a redo or refund. To which pool and spa refused. We got our credit card involved. After a lengthy review process, The Credit Card refunded most of the payment. Now we get collectors.

  

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/03/11) */ We were working with Mr. ****** to resolve any issues he had with the pool installation. The pool itself was built correctly, but when dealing with sand, vinyl liners, water, and weather there can unfortunately be return trips to get it corrected. We were in the process of working with the customer to resolve these issues when he chose to dispute the charges on his credit card. He currently has a pool in his yard that required delivery and installation. He states that he wants a refund, but he has only paid $100 out of pocket. The $******** charged to him was credited back to his credit card. He is still in possession of the product that was sold, delivered, and installed and now has an outstanding balance of $********. That balance has been submitted to collections. Since the pool will be of no value if we tear it down, the only option is to resolve the issues. Since the customer refuses to allow that to happen, we will continue pursuing the balance of the pool through collections and consider this matter closed. Consumer Response /* (3000, 7, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claims made by Pool And Spa Depot are not true. In Response to : "We were working with Mr. ****** to resolve any issues he had with the pool installation." It is fact that I cancelled the first claim I had with the credit card company as they said they would resolve all the issues. They came out, and I ended up with a collapsed liner with a hole in it, and a washed away foundation, and more damaged plastics. So I sent more pictures, requested a repair plan, and then requested a refund. I still have an incorrectly installed pool, with a hole in the liner, with an unsatisfactory bottom, and with a washed-out foundation. I then opened a dispute, sent documentation, and was awarded a refund from the Credit Card which is provided per the Fair Credit Billing Act (FCBA). Note: Pool & Spa had time to dispute this claim and did nothing. In Response to : "The pool itself was built correctly, but when dealing with sand, vinyl liners, water, and weather there can unfortunately be return trips to get it corrected." This is not true at all. The pool was NEVER correctly built. On the install day, I contacted Pool and Spa and informed them that the bottom was not correct. Then after pleading they finally send someone out who confirms that it was indeed NOT installed correctly. Pool and Spa has never accepted the responsibility for their mistakes, and has not been willing to fix the issues. In Response to : "He states that he wants a refund, but he has only paid $100 out of pocket." I paid $100 in cash as a deposit. I then proceeded to charge 8021.50 to my credit card. This was settled, and paid in full. Even had paid the bill off. Then there were issues with the install, and after our first round of repairs we were called liars, and our property was damaged. I initially opened a dispute with the credit card, but cancelled it as Pool and Spa agreed that they would fix all the issues. After weeks of trying to get the issues resolved, the issue continuing to worsen, and Pool and Spa ceasing to make repair attempts, I resubmitted a claim to the credit card. The Credit Card Dispute Team decided that I have followed all requirements and awarded me a refund. At this time I am owed $100 dollars from Pool and Spa Depot, as a refund. I have also communicated that the pool is available for retrieval, it was not correctly installed, has never been finished, and therefore Pool and Spa owes me back the deposit. In Response to : "Since the pool will be of no value if we tear it down, the only option is to resolve the issues. Since the customer refuses to allow that to happen, we will continue pursuing the balance of the pool through collections and consider this matter closed." The pool value if torn down, is irrelevant. Pool and Spa Depot was paid to install a swimming pool. We were required to have sand, provide access to the location, and ensure that there were permits etc. All of the requirements placed on us were met, and yet the pool is still incorrectly installed, has damage (made by Pool and Spa Depot staff and/or contractors), and there is still damage to my property. I have tried in good faith to work with Pool and Spa Depot. I have attempted to get repairs. I asked for a reinstallation to fix the pool. I have offered to help them pick up the pool after the dispute closed. They are not willing to fix issues, they have not fixed the issues, and I do not owe them anything as the dispute found in my favor under the Fair Credit Billing Act (FCBA). Overall Pool And Spa Depot has failed to correctly install a pool, and instead of owning their mistake, they are trying to continue purporting this mess as a successfully installed pool. At this point they need to work with me to remove the failed install, and return my $100 dollar deposit and cancel the collection agency. I am not even sure if that is legal, considering that the Fair Credit Billing Act (FCBA) dispute was found in my favor. We can agree to disagree that they know how to install a pool, and go our separate ways. Business Response /* (4000, 9, 2022/03/14) */ Currently the customer has a product that was delivered and installed at their property. There were some challenges that took place that are not uncommon to swimming pools that we were in the process of rectifying when the charges on the credit card were reversed. We will continue with pursuing collections on this matter and hereby consider it closed.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a swim spa cover ( 16 ft cover but did not purchase swim spa from this company) and it is EXTREMLEY CHEAPLY made. They delivered it and there were already rips in it. The man told me they would get us another one and it has been 5 months. The quality of this has since been water logged from rain, snow, etc and she still has not received the the replacement promised from the get **. It now has several other rips and tears from simply opening and shutting. They are now telling us they **** come and get it and "fix the cover" after SEVERAL calls and emails. So..... not only did they lie when they brought her a defective one and then never replaced, but now they are trying to "fix" a "below china quality" product. They cannot "fix" something broke and we paid for something brand new not refurbished. It has been defective since we received. We need the replacement as we were told when it was delivered with multiple issues. I would really like a better quality since we gave went through all this trouble in the past 5-6 months.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/26) */ Contact Name and Title: ***** *************** Contact Phone: XXXXXXXXXX Contact Email: *******@gmail.com We are very sorry you are not happy with your swim spa cover . Unfortunately this is the only cover company we do business with and they are based in St **** Florida We are happy to facilitate a full refund and pick up the cover or we can order a replacement. Due to back logs and material shortages there are significant delays to getting replacement covers . Again we are sorry for any inconvenience this has caused but unfortunately this is the only vendor we have and they supply almost all the retailers in the US Please let us know so we can expedite asap Consumer Response /* (2000, 7, 2022/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with them and they would like a replacement cover (even considering the horrible quality of this product). I personally would get a refund and purchase from a better supplier, but it is not up to me. Pool and Spa Depot should atleast order a higher grade cover since they have made them wait over 5 months. That's just ridiculous. If not they should be provided some type of partial refund considering.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩